Universität zu Köln

Basten, Dirk, Stavrou, Georgios and Pankratz, Oleg (2016). Closing the Stakeholder Expectation Gap: Managing Customer Expectations Toward the Process of Developing Information Systems. Proj. Manag. J., 47 (5). S. 70 - 89. SAN FRANCISCO: WILEY PERIODICALS, INC. ISSN 1938-9507

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Abstract

Whereas expectations concerning both process and product are essential for information system development (ISD) project success, research has focused on end-user expectations toward the product. Based on semi-structured interviews, we shed light on the relevance of process expectations for customer satisfaction in ISD projects, concrete customer expectations toward the process, and approaches for managing these expectations. Our study provides means to manage customer expectations and thus increase the likelihood of customer satisfaction.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Basten, Dirk UNSPECIFIED UNSPECIFIED UNSPECIFIED Stavrou, Georgios UNSPECIFIED UNSPECIFIED UNSPECIFIED Pankratz, Oleg UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-258653
DOI:	10.1177/875697281604700506
Journal or Publication Title:	Proj. Manag. J.
Volume:	47
Number:	5
Page Range:	S. 70 - 89
Date:	2016
Publisher:	WILEY PERIODICALS, INC
Place of Publication:	SAN FRANCISCO
ISSN:	1938-9507
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language SERVICE QUALITY; SOFTWARE-DEVELOPMENT; PROJECT-MANAGEMENT; USER SATISFACTION; FAILURE; PRINCIPLES; SUCCESS; MODEL; AGILE; CONSEQUENCES Multiple languages Management Multiple languages
Refereed:	Yes
URI:	http://kups.ub.uni-koeln.de/id/eprint/25865